Quote:
Its very hard to prove that you followed the OLM and when a customer comes in and says "well ive been doing oil changes every 10k miles like the OLM tells me" it throws flags in some cases. Like i said personally i think hes doing the right thing but you have to remember a dealer can tell the manufacture just about anything they want, the cars been neglected, the car has been raced, car has been modified etc etc. In a perfect world a service writer at a dealership would have enough knowledge about the product line and extract enough information from the customer to make sure that warranty claims are hassle free. I personally have backed many customers and lied to the manufactures to help them out. For example Honda transmissions, ive helped numerous customers get replacement transmissions although they have neglected to have the recalls taken care of or even bother to have it serviced. What you must remember is that a manufacture can tell you its not going to cover an item flat out and believe me they will depending on the information they are given usually from either the advisor or the customer. I have seen advisors that are like sharks who will not help customers at all and others like myself who made an effort to actually help people. One guy i worked with wouldnt help an Accord owner who had purchased multiple vehicles from the dealer with an EGR problem because the customer "didnt use the proper fuel and neglected basic egr system maintaince" And as many of you know many Accords including this paticualr vehicle are covered by a warranty extension. A common topic that will be brought up is the type of oil used... Some advisors are quick to say that customers have used the wrong oils or even wrong filters. Look at Vw TDI engines failing when the wrong oils are used... The same tricks apply to honda's for some people its a game. Advisors are usually given a ____ base salary and the rest is commissions, and as many people know COD work will produce much higher sales numbers than warranty work for the same job. Even on my own personal vehicle i am going to play it safe till the warranties are done by obtaining reciepts making sure that the oil type filter type date a mileage are always included.